IM Reference

An Introductionby Gretchen Keer

June 2005

• What is IM?

• How do I use AIM?

• Chatting

• IM etiquette

• Shortcut to the shorthand

• Further reading

What is IM?

• “Instant Messaging”– http://en.wikipedia.org/wiki/Instant_messaging

• Software– AIM, Yahoo! Messenger, MSN Messenger,

etc.

• Communication tool, like the phone or email

• Has its own shorthand

How do I use AIM?

• Download the software– http://www.aim.com

• Create a nickname & log in

mccclibrarian

• Build your buddy list

• Chat one-on-one• Send URLs• Use the away

message function

• Emote with emoticons!

• To make a smiley face, type :)

• When you send your message, the :) will look like

Chatting

• When someone wants to ask you a question, a little box will appear on your screen, like this:

• “User ____ has sent you a message. Would you like to accept it?”

• Click “Yes”• Then a little box like

this will appear:• Type a response in

the bottom half & click “Send” or hit enter.

• Sometimes more than one IM will appear at a time.

• Acknowledge each IM as it appears but don’t feel you have to talk to them all at once.

• Ask the subsequent IMers to wait while you help the first patron in the virtual queue.

IM Etiquette

• Think about it like a phone conversation

• They can’t see you, so explain if you’re going to go look for something

• Write in an informal voice; ignore typos unless they obscure your meaning entirely

• If you feel comfortable, try out some shorthand expressions

• Don’t type in all caps (that’s yelling)

• Send a couple short messages rather than one long message

• Don’t be afraid to ask an IM patron to wait if you’re busy

• If needed, recommend the patron call or email instead

IM Shorthand

• brb = be right back• lol = laugh(ing) out loud• ttyl = talk to you later• ttfn = ta ta for now• bbl = be back later• omg = oh my gosh/god• rotfl = rolling on the floor laughing• *g* or <g> = grin• yt = you too• thx = thanks

Further Reading

• “Communication Strategies for Instant Messaging and Chat Reference Services” by Jody Condit Fagan and Christina M. Desai (in Digital Reference Services, ed. Bill Katz)

• “How Americans Use Instant Messaging” Pew Internet & American Life Project by Eulynn Shiu and Amanda Lenhart (www.pewinternet.org/pdfs/PIP_Instantmessage_Report.pdf)